The results are in for our 2025 customer satisfaction survey. Muni riders have given us their highest satisfaction rating in the survey’s 25-year history!
The survey shows:
- 78% of customers rate their Muni experience as “excellent” or “good.” That’s a six-point jump from our 2024 survey.
- Customers gave Muni higher ratings last year across multiple service categories. They include trip time, reliability, cleanliness and safety.
These findings make clear: our investments in Muni are paying off.
Teams across our agency have been working hard to provide faster, safer, cleaner and more reliable service. We are proud of our staff for the impact they’re making. And we’re grateful that our customers can feel the difference!
West side residents gave Muni even higher ratings than in 2024 – learn the details.
Behind the record-breaking ratings
In 2025, customers gave Muni higher ratings in several critical service categories.
Survey takers ranked the following as “excellent” or “good”:
- Trip Time: 71% (up from 69%)
- Reliability: 63% (up from 60%)
- Cleanliness: 61% (up from 58%)
The survey also shows that customer satisfaction increased in every part of San Francisco.
The southeast and west side saw the largest year-over-year gains in customers describing their Muni experience as “excellent” or “good.” Here’s where we saw the biggest jumps:
- Bayview and Excelsior: 10% year-over-year increase in customer satisfaction
- Richmond and Sunset: 9% increase in customer satisfaction
We’re thrilled to see how this increased satisfaction is translating to increasing ridership. In January, Muni saw 77% recovery on weekdays and 95% on weekends compared to 2019 levels.
Our teams at Muni are proud to help people reach jobs, schools, appointments and more.
Moved to hear how Muni supports local communities
In reviewing feedback from the survey, we were moved to hear about the difference Muni makes in people’s lives. Customers shared the impact of our work:
Driving consistent service improvements
- "As a life-Long resident of San Francisco, I have to say Muni is so much better than when I grew up. Cleaner, better operators, friendlier (in general), and better routing."
- "Muni has improved dramatically during the last 10+ years. New equipment and exclusive bus lanes help a lot, as well as improved driver training."
Making Muni Metro an easy choice
- "All my errands and visits are easily reachable by Muni. I even bought some Muni merchandise. I even feel comfortable picking up my granddaughter on the T-line!"
- “I like the new improvements they have made on Taraval.”
Supporting San Francisco’s comeback
- "I think the people running the cable cars do an outstanding job interacting with riders. Both SF citizens and tourists. They are the best and I always recommend tourists visit the Cable Car Museum. I always take my visitors there."
- "I think Muni is the best thing going in San Francisco. I have no difficulty finding a route to any place I want to go in the city. Routes appear to be well-planned for access to hospitals and primary shopping areas."
Our teams in Transit work hard to maintain Muni vehicles so your rides are reliable.
Always working to improve your rides
We are grateful to our riders for recognizing the hard work we do to provide quality service.
Every day, our teams are taking steps to improve your rides. Here’s how their efforts have helped to drive record-breaking customer satisfaction ratings.
Trip Time
Our Muni Forward program has produced more than 100 miles of improvements. We have seen 35% faster travel times on corridors with Muni Forward improvements. These upgrades have benefited 93% of all Muni riders!
Reliability
Programs like Fix It! Week and updates to our Muni fleet have helped subway delays drop by about 60% since 2019.
We also replaced our light rail vehicles with Siemens LRV4 vehicles. These new vehicles are three to four times more reliable than the Breda fleet we retired in late 2025.
Cleanliness
Our teams work hard to do regular vehicle cleanings and respond quickly to incidents in the field. Last September, we launched our 14 Mission Customer Experience Pilot to test new strategies around cleanliness and safety. In just two weeks, 19% of survey respondents said buses were cleaner.
Safety
Behind the nine-point jump in customer satisfaction around safety? Our Safety Equity Initiative, a customer-driven approach. It focuses on a mix of service, staffing, capital improvements and public education. Together, they have helped to drive greater customer safety and a better experience as riders wait for Muni.
How we heard from local communities
The 2025 survey used a hybrid approach. It combined telephone interviews and online surveys to collect feedback from adult San Francisco residents. Interviews were conducted in English, Spanish and Chinese. A total of 563 interviews were conducted between September 26, 2025 and December 7, 2025. This survey was established to track the satisfaction levels of Muni riders with our service.
We are thrilled to share the results and encourage you to learn more about the findings. For details, you can see our 2025 Muni Customer Satisfaction Survey Executive Summary and Questionnaire or 2025 Muni Customer Satisfaction Survey Supporting Documentation - Accessible Materials.
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